Dear Experts,
In the 'Customer Portal', there is 'Requests' button, which helps customer to track the incident raised by him or her. We have a requirement to configure this query based on some statuses. For example, when we resolve an incident from support side it is resolved. But from customer's point of view, it might not be true. Hence this incident can be either re-opened or closed by customer. I could able to configure a workflow to achieve it. But once incident is set to resolved status, that incident is no longer visible in the 'My Request' queue and it moves to 'All Requests'. From the customer's point of view, how he or she will be able to find incident, which are in 'resolved' status? Only way is to manually do that, which in a production environment, will surely not a feasible option.
Hence we would like to build a query in the customer portal, which shows only those incidents, which are in 'Resolved' status. So that customer can either reopen or close those.
Please let me know in case further details are required from my side.
Thanks Rinju
